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Job Title: Sales Advisor
Req ID: 61001
Job Function: Sales and Commercial
Posting Start Date: 23/07/2026
Posting End Date:
Division: UK Business
Job Location: GBR Belfast - Riverside Tower
Advertised Salary: £27,835.00
Job Req ID: 61001
Posting Date: 23/07/26
Function: Sales and Commercial
Location: Belfast - Riverside Tower
Salary: £27,835.00
About The Role
In this role, you’ll be the voice of BT for our small and medium business customers – building genuine connections and providing solutions that make a real difference to their success. Every conversation matters; whether you’re responding to an inbound enquiry or reaching out as part of an outbound campaign, you’ll take the time to understand each customer’s needs and challenges before recommending the right BT or EE Business products for them.
You’ll combine your natural communication skills with your existing sales experience to spot opportunities, tailor solutions, and deliver results that meet – and often exceed – your targets. Above all, you’ll ensure every interaction is a positive one, creating a customer experience that reflects BT’s reputation for trust, expertise and innovation.
You’ll deliver defined revenue, product volume and quality targets through the acquisition, up-sell and retention of UK SME customers. Sales opportunities are initiated by either an inbound blend or outbound call as part of a specific campaign and in accordance with business requirements. You will answer and respond to customer enquiries efficiently, effectively and appropriately in accordance with defined processes and procedures.
The EE Retention Advisor plays a key role in retaining and growing our small and medium business customers.
The role is a blend of inbound calls and/or outbound-focused, engaging existing customers to protect contracts, reduce churn, and identify growth opportunities. The outbound team may also provide inbound support during peak demand, ensuring customers receive timely, high-quality service.
This role requires strong customer conversations, commercial judgement, and flexibility to support business needs.
By delivering compliant, value-led conversations and supporting key customer programmes, the role plays a direct part in strengthening long-term customer relationships while supporting wider transformation and efficiency goals.
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What You Will Be Doing
- Support inbound call volumes during busy periods and make outbound dialler calls in quieter times.
- Identify upsell and cross-sell opportunities aligned to customer needs efficiently and professionally.
- Take ownership of issues through to resolution, using correct processes.
- Deliver a consistent customer experience across inbound and outbound activity.
- Customer & Process Excellence
- Maintain accurate customer records and contact details.
- Follow all sales, compliance, and data protection requirements.
- Use CRM and sales systems correctly at all times.
- Escalate risks, complaints, or vulnerabilities appropriately.
- Work closely with wider teams to resolve issues and improve outcomes.
- Deliver against agreed performance measures, including quality, retention, and growth.
- Actively engage in coaching, feedback, and development sessions.
- Support a “one team” culture by sharing best practice and helping colleagues.
Essential Skills
What you'll need to succeed
- Communication & Active Listening - Able to build rapport, ask effective questions and clearly explain information. Demonstrates the ability to understand customer needs before recommending solutions.
- Resilience & Confidence in Challenging Conversations - Comfortable handling objections, customer concerns and difficult discussions. Remains professional and positive when working towards customer retention and business goals.
- Customer Focus with Commercial Awareness - Balances customer needs with business outcomes. Identifies opportunities to add value for customers while achieving retention and growth objectives.
Desirable Skills
- Attention to Detail - Accurately records information and follows processes, policies and compliance requirements.
- Digital & System Skills - Comfortable learning and using multiple systems, CRM tools and digital applications.
- Problem Solving & Ownership - Takes responsibility for resolving customer issues and seeks appropriate support when required.
- Adaptability & Flexibility - Can switch between inbound and outbound activities and respond positively to changing business needs.
- Teamwork & Collaboration - Works effectively with colleagues, shares knowledge and contributes to a positive team culture.
- Influencing & Negotiation Skills - Able to guide conversations, address concerns and help customers make informed decisions.
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Benefits
Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:
- Access to an online private GP 24/7 for you and your immediate family
- Market-leading paid carers leave with up to 2 weeks off
- Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
- Discounted EE and BT products, including mobile and broadband
- Market leading Pension scheme – 5% from you and 10% from us
- Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK.
We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
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